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Support

Activation Error Codes

Solution


A message may display about a delay in the port of the mobile number.

  1. Complete the activation process in the portal.
  2. Sign back into the Activation Portal and verify the device status.
    • If the device status shows Action Required, then attempt to activate the device again through the activation portal and make note of any error code.
    • If the device status shows Limited Use, then the port may be delayed for up to 24 hours before activating.

When completing the activation process from the Activation Portal, refer to the following errors to locate how to resolve your issue

Identifying an Activation Error

Locate the error codes, using the Troubleshooting Activation errors to resolve or escalate issues related to activation
 

Mobile Error CodeError DescriptionDescriptionActions
1MRequested Due Date Less Than Published IntervalThe Desired Due Date/Time that was sent in the Port Request does not meet the porting interval for the Old Service Provider (OSP)You will need to contact us for a resolution
1POther Reason - Port-In Resolution RequiredThe telephone number is locked with your previous carrier
  1. You must contact your previous carrier to request the lock to be removed
  2. Once the lock is removed, complete the Activation process
6AMDN Not FoundThe mobile directory number (MDN) entered is not found on your old service provider's account
  1. Are you entering a 10-digit phone number?
    • If yes, then continue to the next step
    • If no, the 10-digit phone number, including the area code is required to port the number. Attempt to enter again with all 10 digits
  2. Attempt to re-enter the mobile directory number.
  3. If you are still experiencing this error, then contact us.
6BIncorrect PINThe incorrect PIN was used in the activation portal

Ensure you are using your PIN from your previous carrier. If you have lost the PIN or need to verify you have the correct PIN, contact your previous carrier to get your PIN

6CCustomer Information Does Not MatchThe information in the port request form is invalid or incorrect
  1. Validate the following information
    1. Select the previous carrier by name
    2. Enter the account number, account PIN, and previous count information as displayed on the carrier billing statement
    3. Re-enter the information and attempt to resubmit
  2. Does the information now match?
    • If yes, then continue the activation process
    • If no, then to resolve this issue, you must contact your previous carrier to resolve any issues that may be preventing the port
6DMDN Not ActiveThe telephone number that you are porting is not active with your current carrier
  1. Is the phone number on a prepaid account?
    • If yes, then the account must have a minimum of 1 minute to be considered active. Contact the carrier to resolve this issue. All steps complete
    • If no, then continue to the next step
  2. Is the phone number active with the previous carrier?
    • If active and the request continues to fail, then contact us
    • If not active or unsure, then the phone number must be active with the previous carrier to port to Cox. Contact your previous carrier to resolve this issue
6EDue Date Cannot Be Met (Automated)The Desired Due Date/Time that was sent in the Port Request does not meet the porting interval for the Old Service Provider (OSP).You will need to contact us for a resolution
6GPort ComplexityAn error occurred during the transfer of your number from your previous carrier to Cox

Wait 24 hours for the number to be fully activated. During this time, the following limitations apply until activation is complete

  • You may make outgoing calls, send texts, and use data from your new device
  • You will be unable to receive calls or texts from your new device
  • Any data used applies to your previous carriers data usage and limits.

    Note: Your previous provider may charge you for data or device usage
6KAdministrative Number Not PortableThe telephone number is not eligible to be ported from their current carrier

Choose one of the following options to activate your Cox Mobile service

  • Contact your previous carrier to resolve any issues that may be preventing them from porting their phone number.

    Note: Cox cannot port a phone number that is not eligible from another carrier without the carrier's permission.


  • Select a new Cox Mobile phone number.

6LTransfer requested outside of business hoursSome carriers do not accept transfer requests outside of their business hours. These hours may vary per carrier

Reattempt the activation request during normal business hours

6MPort Request Pending From Another Local ProviderThere is currently a pending port request with another carrier

There is a pending port request already scheduled with a different carrier. Contact your previous provider to ensure any pending port requests are canceled

6NPort Request Already Pending Duplicate RequestThe port request failed because there's currently a pending port request with Cox Mobile

Cox Mobile has a pending port request for that number. Contact us to resolve this error

6PMDN Has Service Provider Port ProtectionThe telephone number is currently port-protected with your previous carrier

Contact the previous carrier to get your port-out PIN and visit the Activation Portal again to complete your activation

8AAccount Number Required or IncorrectThe account number entered in the port request is incorrect or missing
  1. Validate you are entering the correct information from your previous carrier
    • Account number
    • Account PIN
    • Previous account information is displayed on the carrier billing statement
  2. Return to the activation portal to complete the port request
8CPassword/PIN Required or IncorrectThe port PIN entered in the port request is incorrect or missing
  1. Validate you are entering the correct information from your previous carrier
    • Account number
    • Account PIN
    • Previous account information is displayed on the carrier billing statement
  2. Return to the activation portal to complete the port request
8DZIP Code Required or IncorrectThe ZIP Code entered in the port request is incorrect or missing
  1. Validate you are entering the correct information from your previous carrier
    • Account number
    • Account PIN
    • Previous account information is displayed on the carrier billing statement
  2. Return to the activation portal to complete the port request
8EFirst Name Required or IncorrectThe first name entered in the port request is incorrect or missing
  1. Validate you are entering the correct information from your previous carrier
    • Account number
    • Account PIN
    • Previous account information is displayed on the carrier billing statement
  2. Return to the activation portal to complete the port request
8FLast Name Required or IncorrectThe last name entered in the port request is incorrect or missing
  1. Validate you are entering the correct information from your previous carrier
    • Account number
    • Account PIN
    • Previous account information is displayed on the carrier billing statement
  2. Return to the activation portal to complete the port request
E0104Invalid Billing StreetThe billing address entered in the port request is incorrect or missing
  1. Validate you are entering the correct information from your previous carrier
    • Account number
    • Account PIN
    • Previous account information is displayed on the carrier billing statement
  2. Return to the activation portal to complete the port request
E1004SYSTEM ERRORA system error was foundYou will need to contact us for a resolution.
E1005Duplicate Order RequestThe order request is a duplicateYou will need to contact us for a resolution.
E1008Order submission failedThe order was submitted but was not acceptedYou will need to contact us for a resolution
E1029Requested Port In number XXXXXXXXXX is currently in VZW inventory and cannot be ported inA port may have already been requested on this telephone numberYou will need to contact us for a resolution
E1034<Reference No> pending on mdn: <MDN>There is already a pending request on the telephone number. A previous request has not been closed or marked completed.You will need to contact us for a resolution
E1057Invalid Account ID: 1281 for MDN: XXXXXXXXXX (Line has a valid MDN)An internal account issue existsYou will need to contact us for a resolution
E1084SIM does not exist in inventoryThe wireless database does not recognize the SIM informationYou will need to contact us for a resolution
E1094The device is active on another lineThe device is already in use on another lineYou will need to contact us for a resolution
E1097<SubOrder Name> denied - Device identified as Stolen, Non-Pay, or FraudulentDevice identified as stolen, non-pay, or fraudulentYou will need to contact us for a resolution
E1144MDN is in AR statusThe Line Status does not match the network thus the order is not able to update the status on the network accordingly. Please escalate the order so they can review the network status and determine the next steps.You will need to contact us for a resolution
E1148<MDN> does not belong to VENDOR = <Company Code>The telephone number does not belong to COX and is not a COX-serviced telephone number

Refer to the following possibilities

  • There may be a pending port request already scheduled with a different provider
  • Only the provider with the pending request can resolve this issue by canceling the pending order
E1213ICCID is active on another lineThe phone number is associated with a SIM card that is currently being used on another line or has a Status of AI (Assigned Active - Already in use and unable to be used on another telephone number or device)You will need to contact us for a resolution
E1216The MDN: XXXXXXXXXX is not eligible for resellerSubscribeFeature requestThe telephone number is in an incorrect line statusYou will need to contact us for a resolution
E1234Unable to pair MDN: <MDN> and ICCID: <ICCID>Unable to pair the telephone numberYou will need to contact us for a resolution
E1451Features are not CompatibleThere was an issue identified, please escalateYou will need to contact us for a resolution
E1454Cannot delete a required featureThere was an issue identified, please escalateYou will need to contact us for a resolution
E1463Feature [x] not valid for planThere was an issue identified, please escalateYou will need to contact us for a resolution
E1702The line is currently DEACTIVATE and cannot change the number on a non-active lineIncorrect line status for the telephone numberYou will need to contact us for a resolution
E2110MDN is not eligible for ReconnectThe telephone number you're trying to reconnect with is no longer eligible

Return to the Activation process and select a new Cox phone number

E2201Cannot port in an MDN already in the accountThe telephone number that you are attempting to port is already active on the networkYou will need to contact us for a resolution
E2217A port-in request for the <MDN> was submitted today. Although it was canceled, another port in request cannot be issued until tomorrowA port-in request for the telephone number was submitted today. Although it was canceled, another port-in request cannot be issued until tomorrow

Return to the Activation process after 24 hours and the system will allow you to complete the activation process

E2231A pending transaction exists for the requested ESN/MEIDA pending transaction existsYou will need to contact us for a resolution
E2239The provided ZIP Code doesn't have any phone numbers availableThe provided ZIP Code doesn't have any phone numbers availableYou will need to contact us for a resolution
E2243The MDN is not in the correct Porting StatusThe telephone number is not in the correct status to portYou will need to contact us for a resolution
E2330The ZIP code has an incorrect formatThe ZIP Code entered in the port request is incorrect or missingVerify the ZIP code entered is correct
E2331Invalid state code for the transfer requestThe customer should confirm they selected the correct state code on the transfer formVerify the state code entered is correct
E2412Invalid 5G Device: ? for 5G PlanThere is a mismatch between the Current Service Plan and the Device Mode (ex. 4G or 5G) which is not allowed on the networkYou will need to contact us for a resolution
E2413Invalid 5G PlanThere was an issue identified, please escalate
  1. The SIM card has been swapped to a device that is not supported by the Cox Mobile plan. To resolve this issue, the SIM card must be inserted into a device that supports the Cox Mobile plan
  2. If unable to resolve by inserting into the correct Cox Mobile device, then contact us for further assistance
E2731Dynamic PFO plan selected without required feature codeThere is an issue on the network where the Current Service Plan and Features are missing, which requires additional investigationYou will need to contact us for a resolution
E2745This line is in Hotline status due to the use of a prohibited deviceThis line is in Hotline status due to the use of a prohibited deviceYou will need to contact us for a resolution
E3792The MDN is not paired with the ICCID/DeviceID for suborderThe telephone number is not pairing with the SIM card for the work orderYou will need to contact us for a resolution

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